Comparison

Compare Drift vs Zendesk Chat

See this comparison of Drift vs Zendesk Chat.

Snapshot

Conversational live chat and marketing platform.

For

Customers looking for advanced chatbot features to enhance their conversion rates.

Not For

Customers looking for a low-cost solution fully focused on live chatting rather than chatbots.

What is Drift?

Drift is a live chat tool which advertises itself as a conversational marketing platform. By this it means it has a focus on using chatbots to qualify leads on your site, and then passing the best ones over to sales reps who will continue the conversation. They argue this helps to save your business time, provides more high quality leads and increases conversion rates. A key benefit is that this gives you real time leads, rather than a form being sent and then a response given. Drift is a young company that has grown quickly by providing chat bot based live chat software to businesses of all sizes.

Profile: Drift

Category:
Live Chat Software
Website:
drift.com
Founded:
2015
Headquartered:
Boston, MA, US
Deployment:
Javascript code inserted onto website
Starting Price:
$25 / month
Suitable For:
Tech companies, Mid-sized & Enterprise organizations

Features

  • Leads can be responded to in real time and instantly with chatbots
  • Chatbots have advanced features, like being able to book meetings with sales people for qualified leads
  • Bots run 24/7 so no need for offline forms
  • Service offers alerts when high value customers enter your site, so you can engage them more effectively
  • PlayBooks give you predesigned templates to help you set up bots with advanced functionality, without any technical knowledge
  • Chat bots are fully customizable in their messages and targeting
  • Chat windows can be fully customized and made to fit your website’s visual style
  • You can view current website visitors and start live chats with them directly
  • Customers report that the agent live chat software is very useful, giving them relevant leads that have been qualified by the chat bot

Expert Insight

Drift’s core focus is on removing lead forms, which can cause a delay between customer signalling their interest in a product, and you being able to convert them into a sale. Their solution to this problem is chat bots which can speak to customers for you. These chatbots pass qualified leads onto the human sales agents who can continue the conversation in real time.

Drift offers strong features to create advanced chatbots. You can set specific paths so that every customer gets their questions answered smoothly and quickly. This product is slightly different to others in this category for its overall focus on the chat bot feature, but these tools increase conversions efficiently. This is an expensive service, and so is suitable for larger organizations with a big customer base, who want to maximize sales, while making their customer live chatting as efficient as possible.

Snapshot

Engage customers with live chats on web, mobile and messaging.

For

Customers looking for a flexible chat solution, alongside other customer service features such as Call Support.

Not For

Who are Zendesk?

Zendesk offer live chat functionality for business websites. They have a focus on flexibility and customisability, to help their users engage with customers. They also offer customers a range of metrics and reports to help them see how satisfied customers are, how well agents are performing and more, to help them increase their conversion rates. The platform also integrates with multiple other software tools, such as Facebook Messenger. This allows agents to meet customers where they are. Zendesk offers a full suite of customer support apps including support tools and call center solutions. Zendesk Chat integrates with all of these, so this option is suited to people needing a range of customer service solutions.

Profile: Zendesk Chat

Category:
Live Chat Software
Website:
zendesk.com
Founded:
2007
Headquartered:
USA
Deployment:
Script install on website header
Suitable For:
Existing Zendesk help desk clients

Features

  • Triggers available to start chats automatically, for example if a customer closes their basket without checking out
  • Offline forms are available so customers can still ask questions if they visit the site when there are no active agents
  • Visitor tracking functionality to show what pages people are visiting, demographics and more
  • Chatbot functionality offered, meaning you can automate some chat functions to save agents time
  • Comprehensive reporting and analytics to show chat volume and monitor agent response times, all in real time
  • File sharing within the live chat
  • Fully customizable chat windows to match your brand
  • Good range of features to simplify administration and team management including role based permissions, scheduling and chat departments
  • Mobile apps so you can live chat with customers from anywhere

Expert Insight

Zendesk Chat offers customers a variety of live chatting features. The service is flexible, offering users multiple customisation options. This means you can completely remake the chat widget to look exactly as you need it to. You can choose from a variety of themes, and integrate with WordPress, Shopify and a variety of other platforms.

Zendesk Chat also offers a range of admin features to help it scale to your team's needs. You can automatically assign chats to specific agents and set schedules for when agents will be online. Reports and visitor tracking are hugely important with live chatting services – so you can see how well live chatting with customers is increasing your conversion rates. Zendesk offers a range of tools to show visitor metrics, real-time chat monitoring and conversion tracking. Zendesk offers a very rounded and fully featured service. It’s is especially well suited for customers who need a full suite of customer support features, as Zendesk Chat integrates well with other Zendesk products.